Cisco Customer Success Manager Foundation (DTCSMF) v1.0

This course is intended for people new to the Customer Success Manager (CuSM) role or those who are preparing for the formal Cisco Customer Success Manager certification.

The course assumes no knowledge or expertise. Key concepts of insertion, adoption, expansion, and friction-free renewals are covered, particularly as they relate to service or subscription-based product sales and deployments. This course is not a prerequisite for the Cisco Customer Success Manager certification, but it is highly recommended. There is no formal assessment within the content, but mastery of the concepts is tested via challenges at the end of each module.

Course Objectives

Upon completing this course, students will be able to:

Understand the concept of customer success in the context of software products or services

Be able to identify the key tasks and expectations from the CuSM role

Know about the concepts of Critical Success Factors (CSFs), key performance indicators (KPIs) and how they are employed to measure success

Be able to define the concepts of stakeholders, business outcomes, Annual Recurring Revenue (ARR), Lifetime Customer Value (LTCV), and how they relate to tracking success

Target Audience

Individuals who have less than 2 years experience and are in need of foundational knowledge to ensure that the customer achieves the desired outcomes, realizing the value of their purchased products/services.

Course Prerequisites

It is recommended, but not required, that students have the following knowledge and skills: